MVD Express

MVD Express was founded by Janice Lucero, a longtime Albuquerque resident with a deep commitment to education and community service. In 1994, New Mexico began requiring first-time driver’s license applicants to complete a course on impaired driving. Working as an educator at the time, Lucero successfully secured the state contract to deliver this training and soon launched the “None For the Road” program. Recognizing a clear opportunity to improve how the public interacts with motor vehicle offices, Lucero pioneered the concept of privatized MVD services in New Mexico, and MVD Express was born. For more than twenty years, MVD Express has issued licenses, Real IDs, titles, and registrations while providing call center support and dealer services to over 300,000 customers annually. As the leading third-party agent and state partner in New Mexico and, most recently, Montana, we understand the budget constraints and operational pressures that public agencies face. We design flexible, scalable solutions to manage growth and overflow while maintaining a strong commitment to efficiency, transparency, and accountability. Our omni-channel approach serves both individual and commercial clients through call center and help desk support, motor vehicle and licensing consulting, RFP development, and operational modernization. This dedication to continuous improvement shapes our three specialized divisions. Retail Division Our Retail Division operates a network of specialty locations across New Mexico, offering licenses, Real IDs, titles, and registrations. We serve roughly 300,000 customers each year, supported by a 14-minute average wait time and a team of highly trained professionals dedicated to fast, friendly, and accurate service. To ensure consistent quality, we invest in targeted leadership development, specialized training programs built for motor vehicle operations, and technology that continuously tracks performance and improves customer interactions. - Fast and friendly in-person service - Proprietary queuing system with real-time wait tracking - Extended and weekend hours - Online appointment scheduling - Custom workflow automation that documents and enforces state regulations Commercial Division Serving over 200 auto dealers, financial institutions, and rental agencies from multiple processing centers in New Mexico and Montana, our Commercial Division specializes in efficient title processing, vehicle registrations, and motor vehicle record checks. Our dedicated team delivers personalized service with a 24- to 48-hour turnaround. We also utilize TRACER, our proprietary commercial platform, to provide start-to-finish title tracking and accelerate the entire documentation process. - Personalized service and deep industry expertise - Rapid 24- to 48-hour processing times - End-to-end title tracking via the TRACER platform Support Division In 2009, we launched a dedicated Support Division so our retail staff could focus entirely on in-person customer service. Our call center now handles roughly 30,000 calls each month, addressing general inquiries, commercial client helpdesk requests through the Tapestry system, and assisting customers with phone-based services like registration renewals, reinstatements, and appointment scheduling. - Comprehensive training designed for first-call resolution - Skill-based call routing for efficient and accurate coverage - Select transactions completed entirely over the phone Since our founding in 1994, MVD Express has made community support a core priority. We regularly sponsor local sports teams, high school graduation celebrations, youth symphony programs, and holiday gifts for children in need. Contributing time, expertise, and resources to local organizations is a cornerstone of our company culture. Our employees have also maintained a strong commitment to the Roadrunner Food Bank. Since establishing a voluntary payroll donation program in 2009, more than 85 percent of our staff participates each year. Together, we have contributed over $100,000 to help feed families across New Mexico. Janice Lucero, our President and CEO, has a long record of civic leadership in Albuquerque. Her board service includes: - Albuquerque Youth Symphony Program, Board Member (2002–2016); President (2013–2015) - Albuquerque Hispano Chamber of Commerce, Board Member (2010–present) - Roadrunner Food Bank, Board Member (January 2011–present); Treasurer (2015–present) - Presbyterian of Central NM Community Board of Trustees, Board Member (2016–present)